Customer Service and Technical Support Associate
5 days ago
**About the Role**
This position is ideal for a motivated and organized individual who enjoys working in a fast-paced environment. As a Helpdesk Analyst I, you will have the opportunity to develop your technical skills and provide exceptional customer service.
Responsibilities
- Resolve level 1 incidents and follow escalation protocols.
- Provide timely and exceptional service by communicating with end users and vendors via phone and email.
- Maintain up-to-date time entries, records, and documentation.
- Coordinate with Partner on onsite support and client management level requests.
- Work on Windows, Office, Exchange, On-Premises, and Active Directory.
- Perform ad-hoc tasks, advise on platform downtime, recommend processes and policies, and report ticket failures.
- Proactive learning and development to enhance skills.
Requirements
- Intermediate desktop computer and network troubleshooting skills.
- Intermediate installation and troubleshooting skills in relation to IT peripherals such as printers, modems, smartphones, internet/modem/router.
- Intermediate knowledge of Microsoft Windows Desktop platforms.
- Intermediate knowledge of Microsoft Office platforms.
- Intermediate knowledge of installing or troubleshooting line of business applications such as accounting software, legal software, project management, or ERP platforms.
- Intermediate knowledge of Active Directory.
- Intermediate knowledge of Microsoft 365 and Office 365 product suites.
- Experience with remote desktop or remote-control tools such as TeamViewer.
- Experience with creating, updating, and reviewing documentation and IT/network diagrams.
Desirable Qualifications
- Minimum IT diploma-level education or relevant IT certification.
- Experience in a customer service role such as hospitality or demonstrable training in customer service i.e., call center training.
- Minimum of 2 years in an equivalent customer-facing IT support role in a B2B environment.
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